SeatGeek ticket access AI support agent

What was done

SeatGeek piloted Zendesk AI agents on its highest-volume support topic: helping logged-in fans find their tickets. The agent authenticates users, uses knowledge-base content and live APIs to pull event and order details, and passes context to human agents when escalation is needed. Zendesk reports a 51.5% automated resolution rate by Q2 2025, more than doubled AI-agent satisfaction, and over 57,000 AI conversations using live APIs during peak ticket season.

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